Uniphar Group
Location
Hayes, Hillingdon, Greater London | United Kingdom
Job description
Uniphar Background
Uniphar group is a rapidly expanding global healthcare services business with a proud heritage in Ireland. Since IPO in 2019, the group has grown both organically and through a series of strategic acquisitions, which continues to strengthen Uniphar's international reach. With a workforce of close to 3000 employees spread across Ireland, United Kingdom, Netherlands, Nordics, and the USA, Uniphar is a trusted global partner to Pharmaceutical and MedTech manufacturers, working to improve patient access to medicines around the world.
Uniphar provides outsourced and specialised services to its clients, leveraging the strong relationships with 200+ of the world's best known pharmaco-medical manufacturers across multiple geographies, enabled by our cutting-edge digital technology and our highly expert teams. Uniphar is organised into three key divisions; Supply Chain & Retail, Commercial & Clinical MedTech / Pharmaceutical; and Product Access.
Culture at UnipharThis is a specialized role focused on ensuring consistent exemplary customer service is experienced by our ULM customers. Working as a team the Customer Services Executive will through urgency, quality and reliability deliver value to our customers, in need of support obtaining specialized ULM products for their patients. To enable Durbin to become the number 1 supplier of choice for ULM supplies for the UK market.
MAIN DUTIES & RESPONSIBILITIES
Assist Durbin Customer Services Team Leader and Business Unit Leader in driving a Sales and Customer Service Team that provide a best-in-class customer experience, achieving monthly sales budgets
Contribute to the running of the Durbin Customer Service Team, ensuring strong time management and organisational skills are employed
Provide support to the Customer Services Team Leader as required to resolve customer queries
Ensure Durbin customer orders are managed appropriately within SLA
Monitor backorders and track shipments where required, continuously keeping customers informed on lead times
Work alongside the Durbin Strategic Procurement Manager and Supply Chain Planners to ensure that the team are creating and maintaining an appropriate pricing structure for all Durbin products
Liaise with various other departments within Durbin to resolve issues and achieve results
Assist the Durbin Customer Services Team Leader to constantly review, monitor and provide improvements to all processes and systems within the Durbin
Ensure all relevant regulatory paperwork is supplied to Quality when required
Comply with all Durbin GDP processes and procedures and in particular comply with regulations in force relating to supply of ULM's
Work alongside the Durbin Customer Services Team Leader to ensure documentation and reporting of Adverse Drug Reactions and Quality Defects to the Durbin Quality Lead are managed within GDP guidelines
Candidate will be aligned with Durbin company strategy and focus including an in-depth knowledge of all relevant Work Instructions and SOP's. Ensure that the ULM service always complies to Durbin's SOP's and policies
Account Relationships
Support relationships with clients through active consultation and regular communication - Including upselling as appropriate.
Support the team in developing a full understanding of the client needs.
Account management and business planning - ensure business driving activities are in line with operational and financial targets
Grow clinical presence in key hospital therapeutic groups
Customer and market knowledge - build solid, long-term relationships with hospital KOL's and share this back internally with the business to help shape strategy.
Administration & Finance
Support wider team in monitoring performance against agreed budgetary targets.
Develop a full understanding of the portfolio.
Ensure all customer details are up to date across the company systems.
Qualification, Experience & Skills Required
Relevant professional qualifications (Pharmacy Technician / Pharmacist) are advantageous
Commitment to excellent customer service.
Solution driven, ability to think creatively.
Ability to build strong relationships.
Excellent IT skills (MS Office, Excel, PowerPoint etc).
Experience in a customer facing/service role.
Job tags
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